A Policy Rule is a combination of a resolution and a return method. You can modify policy rules by adding eligibility conditions and operational settings such as fees and automations.
Creating or Configuring a Policy Rule
To set up and manage policy rules:
1. Go to Settings > Return Policy.
2. To create a new policy rule, click ADD RULE.
3. To configure an existing policy rule, click the pencil icon to the right of the policy rule.
4. Set an internal name.
a. This will be visible only to you, not to your customers.
b. The internal name can help you distinguish between policy rules and give you insights into what makes the policy rule unique or which use cases it applies to.
c. For example you can set:
i. A policy rule called Variant Exchange (US) and another one called Variant Exchange (international).
ii. A policy rule called Refund (item is damaged), another one called Refund (changed my mind), and a third one called Refund (all other reasons).
5. Select the resolution.
a. The options here match all resolutions defined in Resolutions.
6. Switch the rule ON.
a. You can also toggle this later as needed.
7. In the Eligibility section, set the different conditions in which an order will be eligible for the rule, based on order, item, customer, or RMA conditions.
8. In the Operational Settings section, select a return method.
a. The options here match all resolutions defined in Return Methods.
9. In the RMA Handling Process section, set up automation such as auto-approval, auto-exchange, and auto-mark as done.
10. In the Additional Payments section, set whether additional return fees are applied, and define those fees.
a. Select which fees to charge.
b. Set which fees to add tax to, and how to calculate the tax.
11. Click SAVE to save the policy rule.
